Cloud Desktop Support Technician, 3rd Shift (Remote LATAM)

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value.

What You'll Do

Technical Support & Escalations

• Serve as an escalation point for Cloud Technicians on complex Azure and hybrid cloud issues
• Monitor, analyze, and resolve incidents across Azure and vSphere platforms
• Install, configure, and administer customer resources in Azure
• Manage escalated alerts, configuration issues, and undocumented troubleshooting scenarios
• Perform patch remediation, including troubleshooting and manual updates
• Manage network platforms, firewalls, VPNs, and implement policy-based routing and load balancing (Palo Alto and Azure Networking resources)
• Address configuration issues within our event management tooling, and alerts without documented troubleshooting
• Build and maintain your expertise in Atmosera's monitoring infrastructure to diagnose problems impacting Windows servers, Unix/Linux servers, network equipment, and applications

Continuous Improvement & Automation

• Analyze system logs, telemetry, and metrics to identify trends and prevent recurring issues
• Review ticket queues for trends and partner with leadership to reduce repeat incidents
• Drive automation and efficiency improvements using PowerShell, CLI, Bicep/ARM templates
• Contribute to process optimization and promote operational best practices
• Regularly assess ticket priorities, escalation needs, and client updates

Leadership & Mentorship

• Mentor and support Level 1 and Cloud Technicians, contributing to knowledge base documentation
• Collaborate with cross-functional teams and Tier-2/3 resources to solve issues and implement projects
• Lead by example in managing P1 client bridges and ensuring smooth communication

Customer Experience & Communication

• Communicate technical issues and resolutions to clients in clear, business-focused language
• Provide regular ticket updates in alignment with SLOs and client expectations
• Partner with clients to ensure high levels of satisfaction and trust

The Skills You'll Need

• 3+ years of system administration or cloud support experience (Windows/Linux, mixed environments strongly preferred)
• 2+ years networking and security experience (firewalls, VPNs, load balancing, policy-based routing)
• Proven Azure cloud administration experience; MSP background strongly preferred
• Proficiency in automation (PowerShell, CLI, ARM templates, or Bicep)
• Strong troubleshooting skills, including interpreting logs, event viewer entries, and telemetry
• Prior experience in 24x7 managed services, hosted environments, or NOC operations
• Excellent communication skills and ability to work directly with clients
• Ability to work in a fast-paced and rapidly changing environment
• Must be able to pass a government background check

Preferred Experience

• Previous experience working with an Azure Expert MSP
• Familiarity with CI/CD practices
• Experience with Palo Alto or Azure firewalls
• Experience working with Linux systems (Ubuntu, RHEL)

Preferred Certifications

• AZ-900, AI-900, DP-900, SC-900, MS-900 Microsoft Fundamental level certifications
• AZ-104 Microsoft Azure Administrator certification
• AZ-700 Azure Network Engineer Associate certification

This is a contractor position with the ability to work from home but may require travel to a client site.